ITSM / ServiceNow Technical Support Engineer

ITSM / ServiceNow Technical Support Engineer

We are looking for a technical ITSM / ServiceNow professional to support and maintain an enterprise ITSM environment.

This is a hands-on technical role, ideal for someone who understands ServiceNow beyond ticket handling and is confident working with external vendors and technical teams.

Key Responsibilities

• Provide technical support and administration for the ServiceNow / ITSM platform
• Support and troubleshoot Incident, Problem, Change, Request and CMDB-related functions
• Perform platform configuration, workflow enhancements and system troubleshooting
• Work closely with infrastructure, application and operations teams on ITSM-related issues
• Review vendor solutions, configurations and deliverables and provide technical direction and feedback
• Coordinate with external vendors and system integrators to ensure issues and enhancements are delivered properly
• Support testing, deployment and ongoing improvement of the ITSM platform
• Maintain technical documentation and ensure platform changes follow appropriate controls

Requirements

• 4+ years of relevant experience in ServiceNow, ITSM platform support, system administration or technical support

• Hands-on experience with ServiceNow administration / configuration

• Good understanding of ITSM processes including Incident, Problem, Change and Request Management

• Experience with CMDB, workflows, integrations or ServiceNow enhancements is highly preferred

• Strong troubleshooting and problem-solving skills

• Comfortable working with and providing technical direction to external vendors

• ITIL certification or ServiceNow certification is a plus

• Strong communication skills in English and Chinese/Cantonese

• What we are looking for

• A technically strong and proactive person who can take ownership, understand the technical details, challenge vendors when necessary, and drive issues through to resolution.

Required Skills

• Environment

• Chinese

• Cantonese

• Support

• System Administration

• Technical Documentation

• Operations

• Ownership

• ITIL

• ServiceNow

• Deliverables

• Infrastructure

• Communication Skills

• Technical Support

• Vendors

• Troubleshooting

• Administration

• Testing

• Documentation

• English

• Communication

• Management

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